Acrobat opens Adobe Sign account with old address - can't change address to adobe ID primary

Report · Apr 18, 2021

Hi,

I've been searching for a solution for months and Adobe "support" seems to be totally in the dark as well so... here we go, in hope that someone here knows what to do.

After I stopped my hobby, I also cancelled the domain of the website(co****************.be) associated with it. So obviously, I also changed my Adobe ID primary email address. So far so good.
I use Acrobat to send people contracts to sign. To check on the 'archive', I use the "All Agreements" link on the Acrobat Home page, and click on "go to Adobe Sign" button to enter that archive. That also works.

But the strange thing is: the account associated to Adobe Sign is still the old address. No matter what I try, I just can't seem to change the Adobe Sign account address. Hitting the sync button on "My profile" doesn't change anything.
Now, when I send people a contract, the 'return address' is also still mentioning my old d*******s@co****************.be address, instead of my current primary email in Adobe ID.

When I log off on that account I try to access Adobe Sign online using the Adobe ID primary address, I get the weirdest error code, saying "a system maintenance is underway, try again in 5 minutes". And that has been underway for about a year. Multiple questions to Adobe Support didn't help, they seem to be just as much in the dark as I am.

My guess is that the Adobe Sign account I initially created as d*****s@co****************.be is somehow so deeply wired in Acrobat that it doesn't sync with the changed Adobe ID.

I have tried creating a new ID certificate, even deleted all the acrobat associated files and reinstalled everything, but no luck. So lost here.

Anyone who can help me out?

Report · Apr 19, 2021

I'm afraid I cannot offer any support, but I have exactly the same problem.

It appears that the email address used to initially create the account is always there. You can change your primary email address, but the initial account setup email is still there in the background. Adobe Sign appears to use this address in preference to the primary address you added later.

Unless someone has another suggestion, I guess we'll have to close our Adobe account and start a new one with the correct email address. Seems crazy that support are unable to fix this.

Report · Apr 19, 2021

Same issue but one more step that's worse. I can create and send esign contracts in acrobat, (they go to an old email address I still have thankfully) then I try to access them through the esign login page with my current adobe ID: I get this "We have encountered an issue due to possible Adobe Id change. Please contact your IT administrator or Adobe support." They told me to back up my documents and they are going manually "adjust something" within the next 24 hours and it will be fixed.

Report · Apr 09, 2022

I have the same problem and can't believe Adobe doesn't have a solution. I am not convinced the problem won't continue to exist. I am very disappointed with Adobe support.

Report · Apr 11, 2022

Hello,

Thank you for reaching out, and sorry about the trouble.

Generally, when you change the Adobe ID, it also changes the Adobe Sign user ID. However, if the new email address you have selected as Adobe ID was used for Adobe Sign at some point in the past, the email address will not update for the Adobe Sign account.

You cannot have two accounts with an email address.

In that case, you will need to check if there is any Adobe Sign account linked with the email you will be using. If there is an account, either delete it or change the email address for that Adobe Sign account. That will free the email address you require.

If you need any help in changing the email address for the Adobe Sign account, please get in touch with the Adobe Sign support team using the steps suggested in the following help document: https://helpx.adobe.com/sign/using/adobesign-support-resources.html.

Let us know if you have any questions.

Thanks,

Meenakshi